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Wednesday, August 1, 2018

IT Service Support Job at Finance Trust Bank - Career Opportunity in Uganda

Vacancy title:IT Service Support

Jobs at:Finance Trust Bank

Deadline of this Job:10th August 2018

Duty Station:Kampala, Uganda

JOB DETAILS:Finance
Trust Bank is licensed as a Tier 1 Commercial Bank after taking over
the financial services business of Uganda Finance Trust Limited (MDI).
Finance Trust Bank is a fully-fledged commercial bank serving a
clientele of over 400,000 depositors and over 23,000’ borrowers, through
a network of 36 branches countrywide. The bank offers a variety of
Products and services including; Savings, Current accounts, Loans, Money
transfer services and Bills payments to its target market which
comprises of micro, small and medium entrepreneurs, salary earners and
youth.

Job Summary:
The IT Service Support will provide second line of support for all
staff and business partners at Finance Trust Bank , responsible for
assigning and resolving support requests, as well as meeting customer
satisfaction and continuous service delivery demands.

Key Duties and Responsibilities:

Support diverse user base through effective use of the helpdesk system,
maintain work orders assigned, manage day-to-day operations of the
corporate Helpdesk system, and assign tickets as they are logged.

Triage, record status and system changes using ticketing/change control systems in accordance with defined processes and SLA’s.

To
deliver support to end users on how to use various software/application
programs efficiently and effectively in fulfilling business objectives.

Monitor the IT Service Desk tool and process incidents and request in line with IT procedures and processes

Exhibit excellent customer service at all times in providing satisfactory support to the end user in professional manner.

Participate in team projects that enhance the quality or efficiency of IT Service Desk in the bank.

Encourage,
maintain and develop a professional business relationship with
customers/end users by providing a prompt and efficient service.

Managing
all procedures related to the identification, prioritization, and
resolution of end user requests, including the monitoring, tracking, and
coordination of IT Service Desk functions.

Deliver information to users in the form of user training whilst performing support tasks on the users’ desktop.

Provide support and solutions within ITIL guidelines for Incident, Problem and Change management

Ensure all calls are monitored, processed and resolved in a timely manner.

Communicate IT changes and outages and keep end users informed about the process of their calls.

Qualifications, Skills and Experience:

The
applicant for the Finance Trust Bank (FTB) IT Service Support job
opportunity should hold a bachelor’s degree in Computer Science,
Information technology and Information systems.

Person with ITIL Foundation Certificate is preferable.

Working
in a Service Desk environment with experience ranging from 2 – 5 years
providing 1st & 2nd level support is preferred.

Job application procedureAll
suitably qualified candidates should address their applications to
Head, Human Resource, Finance Trust Bank, Plot 115 & 121, Katwe.
P.O. Box 6972, Kampala, Uganda, and email it to jobs@financetrust.co.ug
as well as photocopies of academic testimonials, a CV with at least
three reference contacts, including the most recent employer, and
telephone number.

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